002R Troubles...

[mcbv]

I'm using an 002Rack...I'm in the middle of a session when suddenly everything stops and I get a message that my computer can't communicate with the 002R. I look over and the monitor LED is lit, but not the Sample Rate LED. I changed out my firewire cable, and other various trouble shooting to see if it was a computer problem, but that was not the problem. Then about 10 minutes later I'm sitting across the room and the 002R comes back to life. All is well for the rest of the day...
Today I crank everything up no problem. I'm in the middle of editing a song, and the same thing happens. This time however, the 002R doesn't want to come back to life. I tried turning the unit off waited a bit then back on, the Sample Rate LED lit for a few seconds then went out. Now it seems to be out for good.
Any ideas out there on what may be the problem? I would appreciate any help.

Thanks

Dale

[spkguitar]

Sounds like the infamous "Power Harness" problem.

Contact Digidesign tech support for a replacement. They can usually get it to you next day.

[mcbv]

Thanks for the info.
Do you know if I can contact tech support via their website, or do I have to call?

[Obsidian Dragon]

For faster response, call them. They need to do some trouble shooting over the phone to verify that the "Power Harness" is the problem before they ship you the free replacement.

[mcbv]

I've had my 002R for a couple of years.Do you think they will replace the power harness for free if that's the problem?

[Obsidian Dragon]

Yes. This is a design/materials problem thet they have replaced for free for many of us.

[mcbv]

Thanks. I appreciate the info. I spent 35 minutes on hold with Digi before I had to hang up. So I emailed my problem to them. Does anyone know if Digi authorizes this particular repair through one of their local ARC's, or will it be incumbent on me to do the repair? There is a Digi ARC in Atlanta close to where I live. They were closed when I experienced this problem earlier today so I was unable to reach them.
Also, will I get billed if I get through to their tech support?
Thanks again in advance for the help.

Dale

[gdx]

Make sure the firewire cable is secure in back of the unit.This helped me.

[spkguitar]

Thanks. I appreciate the info. I spent 35 minutes on hold with Digi before I had to hang up.

My wait on the phone for this was when I had to do it was an hour or more. Call back during business hours and stick with it.

So I emailed my problem to them.

It really is best to wait for them to answer the phone. Much faster than an email exchange with them, IMHO.

Does anyone know if Digi authorizes this particular repair through one of their local ARC's

Most certainly they do. It really is such an easy fix that it will definitely be much faster if you do it yourself. They typically overnight the parts, and the fix itself takes less than 15 minutes.

Also, will I get billed if I get through to their tech support?

No. Since this is a design flaw/manufacturing defect they do not charge the tech support fee to diagnose and correct the issue.

[mcbv]

Thanks SPKGUITAR. I appreciate your, and everyone elses help on this issue.
Other than the simple to use, intuitive inteface, this DUC is probably one of the best reasons to buy pro tools.